Following the recent Government announcement, we’re changing the way we work to best serve our customers and help protect our teams. This means that some of our call centres will need to temporarily reduce their opening hours, as follows: 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.
In order to support our customers as the coronavirus (COVID 19) pandemic continues we’ve put together the ‘frequently asked questions’ below. This continues to be an ever-changing situation therefore we’ve included additional information about our insurance policies, ways you can manage your policy online and how best to contact us.
I’ve been financially affected by coronavirus and I’m worried about being able to pay for my insurance, what can I do?
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
It’s important that you consider your options very carefully.
You may be able to reduce your level of cover:
- This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what your cover needs are
You may be able to defer your monthly payment
- This means you won’t need to pay your premium for the month, but any deferred amount will be added to your next payment after the deferral period ends
- The Money Advice Service’s online Money Navigator tool is useful if you’re considering whether payment deferral is right for you. It also depends on what your financial situation is likely to be at that time. Our customers tend to consider this option when they need immediate and temporary support
Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
To talk to us about the options that might be available to you please call us on 0330 102 2470. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays. Or if you prefer, you can email us at email@example.com, – please include your policy number on the email, along with your phone number and the best time to reach you, and we’ll call you back.
If you’re unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do so. Just let us know if this is the case when you contact us. Please don’t cancel your payments without speaking to us first as we may be able to help.
Further information and advice
- The Financial Conduct Authority provides information for consumers on dealing with financial difficulties during the coronavirus pandemic on its website; and
- National Debtline, a not-for-profit debt advice service run by the charity the Money Advice Trust, provides free and impartial advice for people living in England, Wales or Scotland. Visit their website to access their online tools and resources. The quickest way to speak with an advisor is via their webchat facility or you can call them on 0808 808 4000
Can I ask someone I know to help me manage my insurance policy?
If you are:
- Impacted by coronavirus
- In self-isolation or caring for someone who is
- Suffering a health issue that prevents you from managing it yourself
Then you can nominate someone to manage your policy on your behalf. If a friend, family member or carer has your consent, they can pay your premium and make some changes to your policy. To find out more, please call us on 0330 102 2470. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.
If you need specialist help for a loved one, please see below a list of organisations that can offer further support.
Will my home be covered if I must leave it unoccupied in the following circumstances?
- Staying with friends, family or carers whilst the Government advises staying at home
- Staying with friends, family or carers whilst self-isolating
- Being unable to travel home from abroad
- Being in hospital
Our policy usually allows for your home to be unoccupied for up to 60 days before certain restrictions apply. However, we’ll waive these restrictions if that is unavoidable as a result of coronavirus. You don’t need to let us know if your home will be unoccupied due to coronavirus.
If you’re planning to leave your property unoccupied, here are some tips to help protect it:
- Ask a friend or neighbour to keep an eye on your property;
- Ensure your windows and doors are locked (and remove keys) and set your alarm;
- Switch off and unplug electrical items;
- Turn off the gas at the mains, unless it’s required for an automatically controlled heating system;
- Turn off the water at the mains and drain the system unless an automatically controlled heating system requiring the water supply is left in operation.
I’m usually away from home during the day, but because of the Government advice to stay at home or having to self-isolate I am at home more, is this something I need to tell you?
No, you don’t need to tell us if you’re home more often because of coronavirus.
My friend, family member or carer is coming to stay with me whilst the Government advises staying at home or I must self-isolate, am I covered?
If the home is occupied by anyone other than you or your family, certain restrictions apply. However, we’ll waive these restrictions if your friend or carer is staying with you as a result of coronavirus. If your friend or carer continues to stay with you after the Government advice to stay at home or self-isolation finishes, you must tell us so we can update your policy.
I’m taking personal belongings to another location where I’ll be living whilst the Government advises staying at home or I self-isolate, are they covered?
Yes, we’ll cover personal belongings that are temporarily removed from your home if you’re living elsewhere while the Government advises that you stay at home or during self-isolation if you lose them, they’re damaged in a fire or stolen. Please check your Policy wording for a full list of what we do and don’t cover, and details of policy limits. https://www.johnlewisfinance.com/insurance/home-insurance/contact-us.html
I’ve been asked to provide a valuation within 30 days, but I’m following the Government advice to stay at home or self-isolating so can’t provide one, am I covered?
Yes, we’ll continue to cover your items, subject to the validity of the information you’ve provided while you must stay at home or self-isolate.
Please provide us with a valuation as soon as you can once restrictions are lifted. Details of how to do this are included in your policy documentation. In the meantime, you will be covered, and we’ll send you a reminder at a later date.
I need to renew my home insurance policy; how do I do this?
I’ve missed my renewal date and I wanted to renew, what should I do?
If you find you’ve missed your renewal date due to issues related to coronavirus, then please call us on 0330 102 2470 to discuss or email us at firstname.lastname@example.org. We’ll do what we can to either reinstate your policy or arrange a new policy for you as soon as possible. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays.
I need to submit a Home insurance claim, how do I do this?
We’re working with our suppliers to keep any disruption to our claims process to a minimum, however our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.
I’ve taken out a home insurance policy, but I haven’t received my documents by post yet, when will they arrive?
Documents can take up to 2 weeks to arrive by post from the date you purchased your policy.
In the meantime, you can view your policy documents online here –
I would like to request a duplicate set of documents; can I do this online?
Please email us at email@example.com
I need to talk to you about something else, how do I get in touch?
Please call us on 0330 102 2470. We’re here from 9am to 6pm Monday to Friday and 9am to 3pm on Saturdays. Or if you prefer, you can email us at firstname.lastname@example.org, – please include your policy number on the email, along with your phone number and the best time to reach you, and we’ll do our very best to get back to you within 5 days.
Your patience during this time is greatly appreciated.
Home insurance refers to either contents insurance or buildings insurance or a combination of both.
Buildings insurance covers the building, including any outbuildings such as sheds. Buildings insurance generally covers your home against risks including flood, fire and subsidence.
Contents insurance covers the possessions in your home. Contents insurance will cover you against your belongings being stolen and some policies may cover you if something in your home is damaged by accident.
Buildings and contents insurance can be sold separately, but if you need to make a claim, having buildings and contents insurance from the same insurer helps make the process easier.
The amount you pay for home insurance is calculated by looking at many different factors including your home’s location, size, construction type and security levels; the value of your contents; and your claims history.
Essentially, the higher the risk of loss or damage to your property, and the higher the value of the property and the contents, the more you’ll have to pay to insure them.
If your home is seriously damaged – due to flood, for example – we'll find alternative accommodation, similar to your own, for you to live in until you can return home. Limits vary depending on your level of cover.
If it is safe to do so, you should take steps to limit the damage where possible – for example move furniture out of standing water or switch off your water supply to stop a leak.
The claims handler will take your personal details and check your policy.
We’ll either repair your goods, replace them with new items, or pay out a sum equal to the cost we would have to pay for repair or replacement.
We are working with our suppliers to keep any disruption to our claims process to a minimum; however, our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.
John Lewis plc is an appointed representative (Financial Conduct Authority no. 416011) of Royal & Sun Alliance Insurance plc. John Lewis Home Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 202323).
John Lewis Finance, John Lewis Insurance and John Lewis & Partners are all trading names of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England and Wales (Registered Company Number 233462). John Lewis plc is an appointed representative (Financial Conduct Authority no. 416011) of Covea Insurance plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration no. 202277). John Lewis Specialist Home Insurance is underwritten by Covea Insurance plc. Registered Office: Norman Place, Reading, Berkshire RG1 8DA. Registered in England and Wales (registration no. 613259).